Refund policy

At Pure Nirvana, products are supplied primarily to hotels, resorts, spas, and retail partners as part of a B2B service. Because many items are produced or customised for specific clients, returns and refunds are handled on a case-by-case basis to ensure fairness for both parties.

If you have any issues with an order, please contact our team as soon as possible at: Chris@purenirvana.co.uk

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us within 7 days of delivery.

When contacting us, please include:

  • Order details
  • Product name(s)
  • A description of the issue
  • Photos showing the damage or problem

Once reviewed, we will arrange an appropriate solution which may include:

  • Replacement products
  • A refund
  • Credit towards a future order

Returns

Due to the nature of our products and the possibility of customised formulations, fragrances, or packaging, most items cannot be returned unless they are faulty or incorrect.

Products may be eligible for return if:

  • The items were delivered damaged
  • The items were incorrect
  • The products remain unused and unopened

Return requests must be approved before any items are returned.

Customised or Private Label Products

Products that have been customised, branded, or manufactured specifically for a client are non-returnable and non-refundable unless a confirmed manufacturing fault is present.

This includes products with:

  • Custom fragrances
  • Custom packaging
  • Private label branding
  • Custom formulations

Refunds

If a refund is approved, it will be processed once the returned items have been inspected.

Refunds will be issued to the original payment method unless otherwise agreed.

Please allow 5–10 business days for the refund to appear, depending on your payment provider.

Order Changes or Cancellations

Orders may only be cancelled or modified before production or processing begins.

Once customised production has started, changes or cancellations may no longer be possible.

If you need to adjust an order, contact us immediately at: Chris@purenirvana.co.uk

Contact Us

For any questions regarding returns, refunds, or order issues, please contact:

Pure Nirvana Support

Chris@purenirvana.co.uk